Have a Chat With a Machine
A few years ago, I was curious about something new I was seeing as a consumer. My bank, Amazon, and many other e-commerce sites were moving to automated “virtual assistants,” rather than using live operators, to answer routine questions. My bank had sent me a letter, announcing what a great new thing this would be, because I could get answers to my questions on demand, without waiting for the next available agent. So, I got online and tried it out. The first few questions went well. I played nice with “Alice,” asking her questions that I knew she could answer. Her response was nearly immediate, every time. Finally, I ...
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